When service level targets, especially for high-priority incidents, are consistently being missed, it is essential to address the root cause of delays and inefficiencies in the incident management process.
[: ITIL 4 emphasizes the importance of a robust incident triage process as part of the Incident Management practice to ensure that incidents are correctly prioritized and assigned (ITIL 4 Foundation, Incident Management)., Incorrect Options:, B: Shifting all service desk employees to priority 1 incidents can disrupt other services and is not a sustainable solution., C: Adding more staff may help but is not necessarily a targeted solution for improving incident resolution efficiency., D: Removing the triage step could lead to mismanagement of incidents and potentially worsen the situation., Conclusion:The most effective action is to improve the triage step to ensure that priority 1 incidents are quickly routed to specialized groups, making option A the correct answer., , ]
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